Principal Customer Solutions Manager (CSM), US Healthcare & Life Sciences (HCLS)
About The Position
As an Amazon Web Services (AWS) Sr. Customer Solutions Manager, you will be responsible for helping guide AWS customers along their multi-year journey to the cloud. In this new, highly visible role, you will be ensuring that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer. You will be a critical partner to our customers, leveraging your experience with large scale cloud transformations and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational, educational, and governance aspects of a successful AWS cloud journey. You will interface with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture, and Professional Services), product/engineering teams, and customer teams, planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. You will manage cadence by leading the reporting and tracking functions along the way. The execution of education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and go-live events and transitions are a few items owned by the CSM that are critical to the success of our customer’s cloud journey. You are encouraged to think big, invent, and take ownership of customer challenges. You will not only bring the best of AWS/Amazon to our customers, you will proactively help solve the customer’s challenges through new ideas, tools, and mechanisms. Successful candidates will have a strong technical background, be detail-driven, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate, and lead teams. Your enterprise cloud experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions. You will evangelize AWS services and influence customers for adopting them. You should be passionate about delivering a great customer experience by deploying AWS solutions and driving innovation, and also be obsessed with contributing to the day-to-day management of the customers successful migration to AWS.
Requirements
- 10+ years of senior customer facing role experience
- 15+ years of leading complex, large-scale, IT, technical or engineering programs experience
- Bachelor's degree in Science, Technology, Engineering, Math, or a related field
- Experience in a senior customer-facing role
- Experience in leading complex, large-scale, IT, technical or engineering programs
- Experience working with current technologies (especially cloud)
Nice To Haves
- PMP/SCRUM/Agile certification or are you SAFe certified
- Experience in or deep familiarity with Healthcare & Life Sciences industry (pharmaceuticals, biotechnology, medical devices, diagnostics, or clinical research)
- Understanding of Life Sciences regulatory frameworks (FDA, HIPAA, GxP, 21 CFR Part 11) and their implications for cloud architecture
- AWS certification(s) and/or hands-on experience with AWS services (compute, AI/ML, analytics, security, data)
- Experience driving AI/ML adoption programs, GenAI implementations, or data platform modernization initiatives
- Knowledge of scientific computing, genomics pipelines, clinical data management, or drug discovery workflows
- PMP, Agile, or equivalent project management certification
- Experience working in the public sector or with regulated industries
- Demonstrated ability to influence without authority across matrixed organizations
- Track record of delivering transformation outcomes for Fortune 500 or enterprise customers
Responsibilities
- Identify and accelerate customers' realization of value throughout the cloud lifecycle through adoption of AWS services, partner solutions, and best practices
- Own end-to-end customer transformation strategy, connecting technical execution to measurable business outcomes
- Design and drive strategic initiatives including large-scale migrations, AI/ML adoption, and data modernization programs specific to Life Sciences workflows
- Create, manage, and deliver complex business and technology programs, navigating risks and roadblocks in ambiguous environments
- Establish and mature operating models and governance structures to drive scale and long-term success
- Orchestrate cross-functional delivery across sales, solutions architecture, enterprise support, professional services, and AWS partners
- Earn trust from technical practitioners to C-suite executives; serve as the customer's cloud journey coach and voice of the customer within AWS
- Lead executive briefings, roadmap reviews, and business outcome alignment sessions
- Apply deep understanding of Life Sciences regulatory requirements (FDA, HIPAA, GxP) and domain-specific use cases
- Help customers achieve organizational cloud readiness and AI fluency through skills development and experience-based accelerators
- Mentor and develop other CSMs; drive process improvements and mechanisms that scale impact across the portfolio
Benefits
- health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
- 401(k) matching
- paid time off
- parental leave
- sign-on payments
- restricted stock units (RSUs)
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What This Job Offers
Job Type
Full-time
Career Level
Senior
